My Life at Palmetto: Erica Lawrence

Erica Lawrence is a Digital Support Specialist on Palmetto’s Customer Experience team. She sat down with us to share more about her role, what brought her to Palmetto, and what it’s like to be part of the team.

How long have you been at Palmetto, and what is your role here?

I’ve been at Palmetto for about a year now, and I’m a Digital Support Specialist on the Customer Experience (CX) team. I provide digital support to homeowners through our Help Center and our support chatbot, Sunny, managing and optimizing how we support customers across channels like chat, email, and text messaging.

In simple terms, I spend a lot of time figuring out how to make information easier for homeowners to understand, while also building AI-driven workflows that help our internal teams communicate more effectively and resolve issues faster.

Most of my work happens behind the scenes, where I’m constantly improving systems and processes so that when a customer reaches out, everything feels simple and easy to navigate. My goal is always to make sure people get the right information at the right time and that their experience feels seamless.

What does a typical day in your role look like?

A typical day usually starts with checking in with my team, because there’s always something new happening. Sometimes it’s strategy or product updates, and sometimes it’s just catching up on life, which is equally important.

From there, I’ll dive into chatbot analytics to make sure customers were properly supported after hours and that all routing and escalation workflows performed the way they should. Based on what I find, I might update Help Center content, refine how the chatbot responds, or adjust workflows to improve the experience.

And of course, there are meetings. Most of them are cross-functional with teams like Financial Operations, Asset Management, or Product. Sometimes they have requests for new processes or workflow builds, and other times they’re rolling out initiatives that will impact customers and need clear communication support.

I also spend time connecting with my CX teammates, many of whom are remote, to talk through customer trends, challenges, and brainstorm how AI can improve the overall experience. Lately, I’ve also partnered with our Inside Sales team to bring more of a support-level experience into the sales cycle and early interactions with new leads.

In between all of that, I’m doing general Intercom management, keeping things organized and running smoothly. I also make time to connect with people in the office, catch up on life, and share a few laughs. Being in our Charlotte HQ adds a lot to that, there’s a real sense of energy and collaboration, and it’s easy to connect across teams in the moment, which makes a big difference in how we work.

What originally excited you about joining Palmetto, and what keeps you excited today?

With everything happening in the energy space, it really felt like energy was becoming the “new currency,” and I wanted a front row seat to all the action. When I joined, energy was a major topic across the news and everyday conversations, with policy changes and new legislation being introduced, so it was exciting to understand what all of those buzzwords actually meant from the inside.

Before Palmetto, I didn’t know much about solar or clean energy technologies. Now, my entire perspective has shifted, and I’ve learned so much, so quickly.

What keeps me excited today is the impact. I’ve always been drawn to roles where I can make a difference. Before Palmetto, I worked on implementing AI solutions focused on economic mobility, helping thousands of job seekers in urban communities. Now, I’m applying AI in the clean energy space, which has an even broader impact on our planet and our future.

To date, over 240,000 people have interacted with at least one of my workflows, which is something I don’t take lightly. I see it as a responsibility to make sure people are getting clear, helpful communication at the right time and that their experience is a positive one.

What excites you most about the impact our work could have on the world?

I have a vision for my future “mature adult” self. I imagine living more self-sufficiently, growing my own food, making my own household goods, and relying on my own energy source.

Palmetto feels like a really meaningful step toward that lifestyle.

Going clean isn’t just a one-time decision, it’s a mindset shift and a lifestyle. It’s one I hope more of us continue to embrace for the sake of our planet and future generations. Thankfully, Palmetto is helping make clean energy simpler and more accessible for everyone.

I look forward to the day I can look back and reflect on how I helped make a difference, especially when it comes to customer education.

What is the best piece of advice you have received during your career?

Stay curious and go where your skills are valued.

That advice has shaped my entire career. It’s led me to spend more time as an entrepreneur than in traditional corporate roles, and I’m really grateful for the perspective that’s given me.

Because I’m naturally curious, I tend to uncover problems early and help solve them before they become bigger issues, which saves time, money, and a lot of stress.

And the second part, going where your skills are valued, has been just as important. I know the impact I bring to the teams I partner with, support, or lead, and I choose to show up in spaces that recognize and appreciate that. I’m grateful that Palmetto has become one of those spaces.

What do you enjoy doing outside of work that keeps you energized?

I love dancing and hosting events. There’s nothing like bringing people together to socialize, let loose, and just move.

Before Palmetto, I spent a few years as a dance fitness instructor and wellness event host, and I definitely plan to get back to that more soon.

I also love spending time with my 13-year-old daughter, traveling, shopping, and doing all the girly things like nails and hair. She’s my girl.

Favorite team tradition or ritual?

My favorite team tradition, which is absolutely a tradition even if we’ve only done it once, is having the best team Halloween costumes.

My awesome teammates, shoutout to CX, won best team costume last year, and let’s just say we fully intend to defend our title. Stay tuned.